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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 4 Service Strategy Processes: Part 2

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  The managerial and supervisory aspects of the two remaining service strategy processes. The processes examined are
    • Demand management
    • Business relationship management
  • ✓  Each process is discussed in terms of its
    • Purpose
    • Objectives
    • Scope
    • Value
    • Policies
    • Principles and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Critical success factors and key performance indicators
    • Challenges
    • Risks

 As stated previously, the syllabus for this qualification covers the managerial ...

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